Case 328 - Customer not allowed a coffee with a child’s meal deal

Issue

On a recent visit to a fast food outlet the enquirer was refused a coffee with a child’s meal deal on health and safety grounds, even though the meal was for his adult self.

Panel decision

The decision to refuse a hot drink as part of a children’s meal deal package was purely commercial and had nothing to do with health and safety – especially since the customer made clear that the drink was for an adult’s consumption not a child. Yet again we see poor customer service and inflexibility hiding behind health and safety as a convenient catch all excuse.